Internet and Mobile Banking

The role of engagement and experience of customer

PROJECT DISSERTATION
SUBMITED TO

Bhaderwah Campus University of Jammu

Jammu & Kashmir, India -180006

FOR THE AWARD OF THE DEGREE OF

Bachelor of Business Administration

SESSION OCT-2019-2022

1
PREFACE

I hereby declared that the dissertation work on Internet and Mobile Banking :The role of engagement
and experience of customers Submitted by me to the Bhaderwah Campus , University of Jammu, (J&K)
is my original work. This is bonafide dissertation work carried out by my guidance of industrial guide
mr. Vishav bhagat associate executive j&k bank sudhmahadev.The work in this dissertation has not
been submitted, neither in part nor in full for the award of degree in this university. Any part of the test if
used without permission of the guide would be subjected to the intellectual property rights violation.
Date: Shubam Goswami

--------------------- B.B.A 6th Sem

ROLL NO. 613050004

2
ACKNOWLEDGEMENT

I would never have been able to finish my dissertation without Guidance of my teachers helps from
friends, and supports my family.

I would like to thank Dr. Meenakshi Nagotra patient guidance, encouragement and advise she has
provided throughout my time as her student. I have been extremely lucky to have a supervisor who
responded to my questions and queries so promptly. I would also like to thank all the members of staff of
Bhaderwah Campus, who help me in the absence of my supervisor.

Big thanks to my parents for their selfless affectionate and attitude. I am also thankful to my friends for
their helps and support during my project dissertation and also those people who inspire of their busy
schedule spend their valuable time in giving me the information which was great help for this work.

I also take this opportunity to thank all the authors, publishers and other educationist whose work I have
consulted freely & properly.

Shubam Goswami

B.B.A 6th semester

Bhaderwah Campus.

3
 Index

S.N0. Topic Page No.

1 Abstract 5

2 History 6-8

Introduction 9-11
3
Literature Review 12-14
4
Mobile banking 15 -23
5
Customer engagement in the mobile 24-26
6 banking
During covid-19 pandemic mobile banking 27
7 helpful and growing
SWOT analysis 28-30
8
Customer satisfaction and experience about 31
9 mobile banking
Security in mobile banking 32
10
11 Objective of the study 33

12 Research Methodology 34
13 Data Collection & Demographic 35 -38

Data Analysis & Interpretation 39 - 44

14
15 Conclusion & Finding of the study 45 - 46

Bibliography and web references

4
ABSTRACT:

In India, we have more than 900 million mobile users but still mobile banking is used by
around 160 million customers. There can be various reasons behind this, such as need of
active collaboration between banks and
Telecom Company, lack of accessibility to customers, cost, awareness about the mobile
banking app and one of the most important reasons is lack of education etc. Banks have to
work on creating mobile banking awareness among the customers. They need to promote
the benefits of mobile banking and its effectiveness. In this paper, we aim to determine
customer perception about mobile banking services of banks. Customer has different views
on mobile banking services provided by their service providers. We examine the
expectations of customers from banks towards mobile banking system. In this paper we
also evaluate the impact of mobile banking on customer experience after using mobile
banking. This paper reflects the change in transactions mode of customers through mobile
banking. This paper also shares the initiatives taken by customers in their banking usage
after switching to mobile banking. For the survey, we have selected J&K bank and tried to
identify the characteristics of mobile banking system of these banks.

5
 HISTORY
Jammu & Kashmir bank:

Jammu And Kashmir Bank Limited (J & K) a state owned bank was incorporated in 01
October 1938 and commenced its business from 04 July 1939 at in Kashmir (India). As on
31 December 2020 the bank had a distribution network of 956 branches and 1382 ATMs
across the country. It offers banking services under the three major divisions as Support
services Depository services and Third party services. The Bank operates mainly into four
segments comprising of Treasury Corporate/wholesale banking Retail banking and other
banking operations. According to the extended Central Laws of the State Jammu &
Kashmir Bank was defined as Government of Company as per the provision of Indian
companies act 1956. In the year 1971 the Bank received the status of scheduled bank. RBI
declared it as 'A' Class Bank in the year of 1976.

During the year 1993 the Bank made tie up with Reuter News Agency for instantaneous
information about global foreign currency rates and fluctuations. In the year of 1995
Banking Ombudsman Scheme was launched in June and a loan delivery system was
introduced in April which was used for large borrowers. During the year of 1998 J & K had
introduced a new term deposit scheme under the title of Jana Priya Jamma Yojna carrying
flexibility in the repayment schedule and in the same year the bank introduced Housing
Loan and Education Loan Schemes. The Bank had entered into an agreement with IBA to
connect its ATMs through a shared network in the year 1999. To offer Internet Banking
and for its e-commerce initiatives the bank made tie up with Infosys Technologies and also
in the same year J&K Bank had entered into agreement with American Express to launch a
co-branded credit card. J&K Bank had diversified into non-life insurance and depository
business apart from life Insurance and asset management business in the year of 2000.

6
The Bank had launched Global Access Card (An International Debit Card) in association
with Master Card International during the year of 2003. During the year 2004 J&K Bank
agreed with ICICI Bank to share the ATM network. In the same year the bank had received
the Asian Banking Award 2004 in Manila for its customer convenience programme. Signed
MoU with Bajaj Tempo in the year of 2004. During the year 2005-06 J&K opened its
branches in Chennai Kanpur Agra and Kolkata. Also in the same year introduced new
product and services for rural finance. During the period of 2006-2007 the bank introduced
various hi-tech and customer friendly products. The Bank and TATA Consultancy Services
(TCS) Asia's largest IT company signed a Memorandum of Understanding (MoU) to signal
their intent to work together to create an IT blue-print for the bank. Going forward with its
renewed business strategy J & K Bank had opened its 564th branch at Lassi pora Pulwama
Srinagar in July of the year 2008.During the financial year 2013-14 92 new branches were
established; thereby taking the number of branches to 777 as on 31st March 2014 spread
over 20 states and one union territory .During the financial year 2013-14 187 ATMs both
onsite & offsite were commissioned thereby taking the number of ATMs to 800 as on 31st
March 2014.

During the financial year 2014-15 40 new branches were established; thereby taking the
number of branches to 817 as on 31st March 2015 spread over 20 states and one union
territory .During the financial year 2014-15 85 ATMs were commissioned thereby taking
the number of ATMs to 885 as on 31st March 2015.During the year under review bank
increased its stake in JKBFSL by 100% by contributing Rs 1000 lacs in share capital of the
company increasing its paid up capital to 2000 lacs for the year ended 31st March 2015 as
against Rs1000 lacs as on 31st March 2014. During the financial year 2015-16 40 new
branches were established; thereby taking the number of branches to 857 as on 31st March
2016 spread over 20 states and one union territory. During the financial year 2015-16 121
ATMs were commissioned thereby taking the number of ATMs to 1006 as on 31st March
2016.

7
During the financial year 2016-17 8 new branches were established; thereby taking the
number of branches to 865 as on 31st March 2017 spread over 20 states and one union
territory. During the financial year 2016-17 90 ATMs were commissioned thereby taking
the number of ATMs to 1096 as on 31st March.2017.During financial year 2018-19 36 new
branches were established thereby taking number of branches to 938 as on 31st March
2019 spread over 20 states and one union territory. During the financial year 2018-19 96
ATMs were commissioned thereby taking the number of ATMs to1294 as on 31st March
2019.During FY 2018-19 the Bank launched a bouquet of new products such as Gold Loan
Scheme Merchant Overdraft scheme and deploying Direct Selling Agents (DSA) in ROI
(Rest of India) for housing loans. During the financial year 2019-20 15 new branches were
established thereby taking the number of branches to 955 (including IARBs)as on
31.03.2020 spread over 17 states and 4 union territories. During the financial year FY19-20
3 EBUs/USBs were established 66 ATMs were commissioned thereby taking the number
of ATMs to 1354 as on 31.03.2020. During the FY2020 the bank has allotted an
preferential allotment of 156592546 equity shares of Rs. 1/- each fully paid up for cash to
the Government of Jammu and Kashmir at the issue price of Rs 31.93 per equity share.

8
INTRODUCTION

The spread of mobile technology across the globe is one of the most remarkable
achievements in the last decades. Advancements in mobile technology have
revolutionized almost every facet of society, from information to education, granting
enhanced access to an ever-growing number of people. The changes have been
catalysed by technological advancements, global commerce, competitiveness and
customer demands can be stated as the important factors. As a result, banking services
have quickly developed to adopt new delivery means to adapt to the changing
commercial landscape. In order to meet customer expectations, banks compete with
each other to have using new and innovative services to ensure a competitive edge (Shi
and Lee 2008). Presently, the internet technology has brought a third revolution to this
world-that is, mobile banking. The banking sector has been upgrading their services with
the use of technology from time to time like introducing the ATM (Automatic Teller
Machine), which took more than a decade to get popular while the phone and net
banking took half as much as the ATM. Mobile banking, on the other hand, is the third
era in technology of banking sector, after phone and net banking; comparatively, its
growth was phenomena International Journal of Current Microbiology and Applied
Sciences ISSN: 2319-7706 Volume 9 Number 8 (2020) Journal homepage:
http://www.ijcmas.com In 2019, 503 Public and Private Banks' customers are availing
mobile banking services, irrespective of the mobile networks (RBI,2019).Mobile phone is
a banking tool that consumers use for banking, payments, budgeting, shopping, etc.
Today, banking industry focuses on internet technology which provides branchless
banking services to the customers. This study was conducted in order to analyze the
customer satisfaction of mobile banking services in Tamil Nadu. A questionnaire was
developed and then distributed to customers of major mobile banking service providers
in Tamil Nadu. Primary data were collected using Google form through online method,
from 67 respondents, who are all account holder of public and private banks. The results
show that majority of the respondents have 'extremely satisfied'/ 'satisfied' and opined
the positive usage of mobile banking services provided by public and private banks in
Tamil Nadu State. K e y w o r d s Mobile banking service, Customer satisfaction,
Anywhere Anytime Banking Accepted: 15 July 2020 Available Online when compared to
the first two eras. With the adoption of mobile banking services, the banking sector is

9
having a tremendous growth across the globe including India. Today, mobile banking
often performed via SMS or the mobile internet but also using special programs that
clients download to their mobile device. Some of the significant reasons that compel
financial firms to provide mobile banking services are: it is appealing to customers,
reduces costs per transactions, gaining revenue from service fees, enabling new service
channels, and supporting future customers (Huili and Chunfang 2011). The main reason
why mobile banking scores over internet or phone banking is because it enables
'Anywhere Anytime Banking'. Customers don't need access to a computer terminal to
access their bank accounts, now they can do so while on-the-go when waiting for the
bus, travelling or when they are waiting for their orders to come through in a
restaurant. Practically, mobile banking removes space and time limitations from banking
activities. India, mobile banking service is a new theme and there is a strong need to
analyse the critical aspects of this service. Public and private banks in this country are
exploring this avenue to make their services more convenient for their customers.
Hence, mobile banking service quality level and its effect on customer satisfaction is a
crucial matter to investigate. Therefore, it is essential to analyze basic structure of
mobile banking services offered by the banks, their evaluation of performance and
customer satisfaction towards mobile banking services in Tamil Nadu State. In the
current competitive world, banks have to struggle their might to offer the best of the
customer satisfaction through various innovative strategies in order to survive in the
industry. This study would stand as a sincere attempt to evaluate customer satisfaction
of mobile banking services in Tamil Nadu. The objective of the study is to examine the
customer satisfaction of mobile banking users in Tamil Nadu. The study will help to
examines mobile banking technologies, impact of mobile banking technologies and
understand the purpose of using mobile banking service by measuring the level of user
satisfaction. In this context, the purpose of this study is to find out the satisfaction level
of the mobile banking users with special reference to Tamil Nadu has been undertaken.
Mobile banking (also known as M-Banking, m-banking, SMS Banking) is an application of
mobile commerce which enables customers to access bank accounts through mobile
devices such as a mobile phone or Personal Digital Assistant (PDA) to conduct and
complete bank-related transactions such as checking account status, transferring
money, balancing cheques and selling stocks (Kim, et. al., 2009; Tiwari and Buse, 2007).
Mobile Banking can perform various functions like mini statement, checking of account
history, SMS alerts, access to card statement, balance check, mobile recharge etc. via
mobile phones (Vinayagamoorthy and Sankar, 2012). The use of mobile phones has
facilitated the expansion of markets, social business, and public services in both
10
developing and developed countries (Spence and Smith, 2010). The high penetration of
mobile phones across the strata of society makes it a natural tool for taking electronic
banking to its next level. It is more than likely that Internet banking and mobile banking
would exist as allies rather than competitors for each other. Mobile banking also allows
customers to perform banking transactions 24 hours a day, 7 days a week, and 365 days
a year (Eckhardt et al., 2009). Banks can utilize the time saved by the channel migration
of customers to mobile banking for expansion of business through better marketing and
sales activities.

Mobile-banking is an electronic payment system provided by different banks which allows

their customers to conduct their financial transactions through Internet banking. Mobile-
banking refers to all the kind of services which are provided by banks on the internet.
Mobile-banking services can be performed through mobile, computer laptops which have
an internet connection.

As it is an online payment system you need to have an internet connection for assessing its
services. There are a lot of services which are provided by banks through internet banking
services like payments of all types of bills, booking tickets, fund transfer etc .E-banking
helped its customers to save their time and energy. E-banking has decreased paperwork and
human interaction. People are adopting online banking services rapidly because of the
security provided by banks. Advantages of using internet banking services are

 24*7 services

 Easy to assess

 Less Time-consuming

 Less human interaction

 Records are maintained

11
Literature Review

Previous Studies

Mobile banking service quality and customer satisfaction:

In a study carried out by Amiri Aghdaie and Faghani [1], they applied the SERVQUAL
model to identify the relationship between customer satisfaction and mobile banking
services. Researchers examined that; reliability, empathy, responsiveness and tangibility
are positively correlated with customer satisfaction whereas assurance has no relation. This
study focused on the customer satisfaction and mobile banking service quality just as many
previous studies. The study compared to other studies, applies the SERVQUAL model,
which some other previous studies does not apply. But compared to the studies using the
same model, this study supported all the SERVQUAL factors which were not supported by
other studies. The study only focused on the factors of service quality and ignores other
factors that may have influenced customer satisfaction. The study also ignored the
expectations that may have been created by the introduction of mobile banking.

Impact of Mobile Banking Services on Customer Satisfaction:

The study done by Kahandawa and Wijayanayake [4] revealed that customer satisfaction is
influenced by usefulness, ease of use, etc. which is factors financial institutions should
improve on, but again, it also lacked finding out the expectations and what the customers
really wanted from the service. According to Kahandawa and Wijayanayake [4], “this
study shows/revealed that in mobile banking services’ customer satisfaction is influenced
by usefulness, ease of use, relative advantage, perception on risk and user lifestyle and
current needs of customers. It brings out a positive relationship and highlights the factors
which any bank or financial institution should focus on improving mobile banking
services”. The study compared to other studies focuses on the factors influencing customer
satisfaction and does not apply an already established model, like the SERVQUAL model.
It revealed that current needs of customers influenced customer satisfaction, but it did not
go into detail to identify the needs/expectations of the customers.

Impact of dimensions of mobile banking on user satisfaction:

This study by Bharti [2] showed that Effective distinctiveness, professed security,
immense efficacy, Innovative virtual environment, Enhanced Personalization and Improved
timely updates were not associated with satisfaction related to mobile banking while
Supportive access is an important factor directly associated with user satisfaction related to
mobile banking. This study focused on the effect of mobile banking on the satisfaction of
customers that are using the service. The study only focused on features of e-banking on
12
customer expectations and satisfaction. Compared to other studies, this study only looked
at e-banking features and not really factors of mobile banking. It also shows that to fulfill
expectations, banks should increase mobile banking awareness.

Mobile banking and customer satisfaction:

The study of Hossain and Hossain [8] showed factors that have a bigger influence on the
dependent variable and those factors that have less influence on the dependent variable.
The results of the study will help banks put more emphasis on the most influential factors.
This study adopted a simple random sampling method. The study showed that reliability
and responsiveness are important determinants of customer satisfaction. It also revealed
that the customers want the same service and quality every time they buy the service.
Compared to other studies, this study is only confined to Bangladesh’s mobile banking
sector and does not really have an impact on the Keetman shoop mobile banking sector.
The researcher also failed to produce a better analysis of the relationship between service
quality and customer loyalty; taking little emphasis on customer satisfaction although it’s
linked to loyalty.

Factors influencing customer satisfaction of mobile banking:

The study of Jannat and Ahmed [7] revealed that the most influential factors that have an
influence on customer satisfaction of mobile banking of second-generation banks. From the
analysis of collected data it has been revealed that; security and trust, convenience accuracy
of transaction, ease of use, system availability, responsiveness, transaction speed, and cost
effectiveness are the most influential factors for customer satisfaction. It was found that, a
strong relationship exists between customer satisfaction and the nine independent variables.
Each and every variable (independent) has power for customer satisfaction. Compared to
the previous studies, these nine variables also show positive relationships with the
dependent variable (customer satisfaction) and it is not assured that these are the only
determinants of mobile banking. The study did not develop a model to determine the
significance of the study.

We Live in extraordinary times where new technologies are reshaping almost all aspects of
our lives, technology is changing things and changing them much faster than our linear
way of thinking, time is not too far when people will be experiencing drone deliveries,
driverless cars and Hyper loop train in their societies. Advancements in virtual reality will
replace text books, fully furnished 3D printed houses will come in to existence and the
internet of things will be ubiquitous, Likewise, paper money may be replaced by digital or
virtual currencies and Brick & mortar Banks will be replaced by Mobile, Internet banking

13
and other Financial technologies which are expected to arrive in future. Banks play an
important role in today's age. Banks compete in introducing new products and services to
get an edge in the increasingly competitive industry. Provisions of services such that
customers are facilitated are of utmost importance. To expand the step of banks' services,
banks should stretch more thought towards improving services, generating new ideas and
innovations to enhance customer satisfaction. Consequently banks need to develop such
tools and techniques to keep up to their client's expectations fulfilled. This study focuses on
factors influencing customers’ satisfaction towards financial services in Sukkur Sindh,
Pakistan. Banking industry is going through many transformations such as offering their
customers services over the handheld mobile devises. Such services are not constrained by
the geographic locations, legal or other barriers and therefore if it has facilitated the
customers on hand. The development and coverage of wireless telecommunications has
served as a stage for mobile banking services. Hibberd (2007) informed there were three
billion mobile phones users worldwide and it has been keep growing at a fast pace. Banks
have recognized the potential of phone devices to reach out to customers through
advertisements. . Furthermore, Keen and Mackintosh (2001) portrayed that advancement in
technology played a significant part in the selection of mobile value-added services. He
further predicted that services offered through mobile devices may further grow over time
with new innovations in mobile banking. Waverman et. al, (2005) found that many studies
have been conducted in different countries worldwide over the use of mobile phones for
banking. Mobile banking furnishes the stage where clients interface with a bank through a
cell phone or personal digital assistant (Barnes & Corbitt, 2003). Mobile banking (m-
banking) is a part of e-banking that provides customers access to a range of banking
services like saving and credit information and customers can do payments or transfers of
money through electronic channels (Macharia, 2001). It can be said that these days a large
number of the population across all demographic and socio-economic levels use mobile
phones in their daily life. Such users of mobile phones, if they sign for m-banking, can get

the services like checking account balance, mini statement, transfer of funds and
transactions and password administration and others right on their mobile phones.

14
 Mobile Banking
Mobile banking is the act of making financial transactions on a mobile device (cell phone,
tablet, etc.). This activity can be as simple as a bank sending fraud or usage activity to a
client’s cell phone or as complex as a client paying bills or sending money abroad.
Advantages to mobile banking include the ability to bank anywhere and at any time.
Disadvantages include security concerns and a limited range of capabilities when
compared to banking in person or on a computer.

Mobile banking includes all the applications provided by the bank. Mobile banking refers
to the use of smart phone or other cellular device to perform online banking tasks while
away from home computer, such as monitoring account balances, transferring funds
between accounts, bill payment and locating an ATM.

What is J&K Bank MPAY?

J&K Bank MPay is a mobile application that allows you to access your bank account(s)
using a smart phone. You can view account related information, transfer funds, pay bills
and recharge your mobile and a lot more using this application. Download the application
now to make banking simple!

Who can use J&K Bank MPAY?

An existing J&K Bank customer with a Savings/Current/Cash Credit account having
mobile number updated with us can use mPay facility.

What are the facilities available on J&K Bank mPAY?

J&K Bank mPay makes banking a lot simpler! Now you don’t have to visit a Branch
anymore for services like Mini statement, Balance Enquiry, Funds Transfer within Bank,
NEFT/IMPS, Term Deposits, Loan Requests, Bill payments and Mobile recharges.
15
Are there any charges for downloading/activating J&K Bank mPay?
J&K Bank mPay is free for download. However, the telecom operator may levy charges for
internet connectivity and the national SMS required for registration

How do I register in mPay?

Download J&K Bank Mobile Banking App [J&K Bank mPay] from respective store (i.e.
Google play store for Android users & App Store for ios users). After installation provide
your debit card details & follow the process.
In case of online assistance/issues, please call us on our toll free number 1800 1800 234.
You can also register through J&K Bank business unit/JK Bank ATMs.

What is the daily Transaction limit?

Daily transaction limit of Rs. 5, 00,000 & Monthly limit of Rs. 30, 00,000.
Total Number of transactions per day: 20
Max amount per transaction: Rs.3,00,000 (JK Bank – JK Bank)
Max amount per transaction: Rs.2,00,000 (IMPS/ NEFT)

Is this service available 24x7?

yes, the service is available round the clock

Does Mobile Banking work on Dual SIM phone?

Yes, Mobile banking works perfectly fine on Dual SIM phones. For initial registration
ensure the SMS is sent from the registered SIM (the number registered with the Bank).

Is it necessary for the MPIN to be numeric?

Yes, MPIN is numeric fixed length of a four digits.

Is it necessary to change the default MPIN that is sent over by the bank?
16
Yes, it is mandatory. You cannot use the services without first changing the default MPIN
to a new 4 digit number.
 Click on Forgot Password option at the login page
 Customer will receive an OTP
 Enter the received OTP
 Click OK
 Enter Mpin
 Set login password (Enter twice)

How to change Login password?

 After login go to the Settings option then afterwards click on Change Login
Password
 Enter old login password followed by new login password (Enter twice)

How do I register a beneficiary?

 Go to Transfer Fund Transfer-Within J&K Bank Add beneficiary Enter the
16 digit A/C no. of the beneficiary you want to transfer funds to.

 Provide a unique nickname to the beneficiary & click OK.

 The beneficiary will be registered.

How do I register a beneficiary for NEFT?

 Go to Transfer Fund Transfer-Other Bank Add beneficiary Enter the A/C no.
of the beneficiary you want to transfer funds to.

 Enter the ISC Code and provide a beneficiary name & click OK.

 The beneficiary will be registered.

17
How do I do a Fund Transfer to other Bank Accounts?
 NEFT: Go to Transfer Fund Transfer-Other Bank NEFT and follow the steps.

 IMPS: Go to IMPS and follow the steps.

How do I make a Cheque Status Inquiry or Stop a Cheque?

 Cheque Status Inquiry & Cheque Stoppage pertaining to registered Accounts can be
performed
 Click on Requests and select the relevant option Cheque Status or Stop Cheque
and follow the steps.

How do I make a Loan Request in mPay Application.

 Click on Requests and select the relevant option Loan Request and follow the steps.

How do I open Term Deposits in mPay Application.

 Click on Deposits and select the relevant scheme under Term Deposit and follow the
steps.

How do I block my debit card.

 Click on Requests and select the relevant option Debit Card Hotlist and follow the
steps.
Whenever I try to register my account with this app it always shows “Customer Id. is
already registered for mobile banking”
Get your mPay profile de-registered from any Business unit. Register afresh for mPay and
your issue will be resolved.
Airtel, jio option not present in recharge option.
We are in the process of enabling our services.
We can’t pay electricity bill after 25th of the month. Please fix this
Bill cycle for PDD bill payment through mPay is up to the 25th of the current month.

18
I am not able to access the app as it hangs after asking me to allow sending SMS to
my registered number and then doesn't work.?
Kindly ensure that you are able to send SMS from your registered mobile number.

Mobile Postpaid Bill Payment failure and IMPS Failure but account debited.
Kindly wait for minimum two working days for resolution. If the issue remains unsettled
after that, kindly drop a mail on settlement.crcard@jkbmail.com mentioning the
complete transaction details [transaction amount / transaction date] along with your 16-
digit account number [debited account].
How to get all your accounts on mPay for all the Customer IDs.
Inform your Business Unit regarding merging of all accounts into a single Cust ID in case
your other accounts are not fetched using “Account Fetch”

How to Unblock Account?

To unblock mPay profile, use Set/ Reset mPIN and/or Forgot Password at the login
page.

What is QR Code Payments?

QR Code Payments is the latest form of electronic payments. It has the following benefits:
1. Mode of use is easy
2. No need to share A/C or Mobile No. with anyone.
3. QR Codes can be publicly shared. i.e. displayed on shops, departmental stores, etc for
instant & easy money receiving.
4. Extremely secure & accurate mode of payment.

How to generate QR Code?

QR code can be generated either from the app or from your concerned business unit
.
19
What is the procedure to pay after reading the QR code?
Once a customer has scanned the QR code, beneficiary details [beneficiary name and
beneficiary mobile number] will be popped up and the customer has to verify the same.
After this the customer will select his/her debit account and enter the amount and remarks,
if any.
Lastly the customer will confirm the transaction and enter his/her Mpin.
Is QR code account number specific or mobile number specific?
QR code can be generated for the registered mobile number only for the specific primary
account number.
Is MPay available for international mobile numbers?
As of now Mpay is not available for international mobile numbers.

20
What fund transfer services are available?
1. Mobile to Mobile

2. Mobile to Account

3. NEFT

4. IMPS

What is the daily Transaction limit?

Daily transaction limit of Rs. 5, 00,000 & Monthly limit of Rs. 30, 00,000.
Total Number of transactions per day: 20
Max amount per transaction: Rs.3,00,000 (JK Bank – JK Bank)
Max amount per transaction: Rs.2,00,000 (IMPS/ NEFT)

Is this service available 24x7?

Yes, the service is available round the clock

Are the transactions done on mobile phone secure?

Yes

21
 Privacy Policy for JKB Mobile Banking Application

Introduction

 This Privacy Policy is applicable to all Users of JKB Mobile Banking Service. Please read this
Privacy Policy carefully. By using this service, you represent that you have read and understood
the terms and conditions of usage, which includes this Privacy Policy, and You agree to be bound
by all its terms.

Policy Change
Our privacy policy is subject to change at any time without prior notice. You are advised to review the
policies periodically for any changes. If we decide to change our privacy policy, we will post those
changes on this page so that you are always aware of what information we collect, how we use it, and
under what circumstances we disclose it.
By using the JKB Mobile Banking app (the "App') and/ or by providing your information, you consent to
the collection and use of the information you disclose on the app in accordance with this Privacy Policy,
including but not limited to your consent for sharing your information as per this privacy policy.
By downloading this app you agree to the terms and conditions of this Privacy Policy given by the
application. We will not be able to on board you in case you are not in agreement with the terms and
condition. By mere use of JKB Mobile app you expressly consent to our use and disclosure of your
personal information in accordance with this Privacy Policy. This Privacy Policy is incorporated into and
subject to the Terms of Use.

Use and sharing of Information:

When you use our JKB Mobile application, we will collect information about the device in which the App
is installed on (e.g. Device identification numbers (ie IMEI), Android versions, device model) and your
account with us and associated transaction and store your personal information provided by you from time
to time. We do so to ensure that you are provided a safe, efficient, smooth and seamless experience. This
also allows us to understand your needs and provide for services and features that best suit them. We strive
to provide for customizations on our application to ensure that your experience is always safer and easier.
This requires collection of personal information to the extent necessary for achieving this purpose and
objective. You may please note that it is mandatory to register yourself in order to use the app. And once

22
you give us your personal information, you are not anonymous to us. We may automatically track certain
information about you based upon your behavior on our app to the extent we deem fit.
We retain this information as necessary to resolve disputes in terms of transactions and otherwise, where
needed, provide customer support and troubleshoot problems as permitted by law. We collect personally
identifiable information (Name, phone number, account number etc.) from you when you register with us
to create your unique identification in terms of a Mobile banking transactions pin and/or Application
Password and /or any other unique registration identification that is/shall be made available to our
customers.
We use personal information to provide the services you request. We use your personal information to
resolve disputes; troubleshoot problems; Send money etc. We use the information thus obtained to
customize your experience; detect and protect us against error, fraud and other criminal activity; enforce
our terms and conditions which are an integral part of the use of this application; and as otherwise
described to you at the time of such collection.
We may disclose personal information if required to do so by law or in the good faith belief that such
disclosure is reasonably necessary to respond to subpoenas, court orders, or other legal processes. We may
disclose personal information to law enforcement offices upon such requests, third party rights owners or
others in the good faith belief that such disclosure is reasonably necessary to: enforce our Terms or
Privacy Policy; respond to claims that an advertisement, posting or other content violates the rights of a
third party; or protect the rights, property or personal safety of our users or the general public.
We will share some or all of your personal information with another business entity should we (or our
assets) plan to merge with, or be acquired by that business entity, or re-organization, amalgamation,
restructuring of business. Should such a transaction occur that other business entity (or the new combined
entity) will be required to follow this privacy policy with respect to your personal information.

Information Security
Our app has stringent security measures in place to protect the loss, misuse, and alteration of the
information under our control and follows the best practices in the industry in this regard. Whenever you
change or access your account information, it is through secure channels. Once your information is in our
possession we adhere to strict security guidelines, protecting it against unauthorized access.
By Accepting Privacy policy you are agreeing to provide the below permissions required by the
application:

23
Customer Engagement toward Digital banking

6 way for Bank Can Customer Engagement In The Digital banking.

Today’s banking customers, especially the digital native generations; expect their lives to come with them
wherever they go. That means a library of books in their Kindle app, a collection of memories in their
Photos app, and up-to-the-minute financial information in their mobile banking and financial management
apps. How are traditional banks and credit unions impacted by the shift to mobile banking? On the one
hand, mobile banking is a more cost-efficient way to provide basic services to your customers. However,
customers who bank on the go with a smart phone don’t visit physical branches as much as they used to.
This can reduce your opportunity to engage them with marketing messages, cross-selling, and the kind of
personal rapport that builds loyalty. Luckily, there are other ways to improve customer engagement in the
digital age. Here are our eight favourite strategies for reaching customers where they are and making your
bank indispensable to their financial lives.

1. Printed Statement Communications

Customers who don’t opt for electronic statement delivery still receive a monthly printed statement in the
mail. Are you making the most of this regular opportunity for engagement? If you’ve been taking a “just
the facts” approach to statement delivery, it’s time to consider a redesign. Even people who don’t open
their statement can be reached with marketing messages, offers, and branding statements on the front or
back of the envelope. With Print Mail’s Statement Redesign Services, you can create a unique statement
design for your bank or choose from one of our cutting-edge templates. Here are the best practices for a
successful statement redesign:

Make it easy to read. Have you heard of the design concept of negative space? It simply means leaving
some empty space between images, paragraphs, or pieces of furniture. Also known as white space, this
break for the eyes results in a more aesthetically pleasing interface as well as one that is easier to read and
understand. So whether you include marketing messages on the statement itself and/or the envelope, make
sure you leave adequate amounts of white space between graphics, sentences, and the statement itself.

24
Make it useful. This may seem too obvious to mention, but it’s easy to forget the basic function a
statement should serve. If customers get the information they need, they will be more likely to open their
statements and less likely to call customer service.
2. Electronic Statement Communications

Just because your customers aren’t getting printed statements in the mail doesn’t mean they don’t review
them. And the more user-friendly your statements are, the higher your conversion rate will be, which saves
money on printing and mailing costs. Statements should be easy to access and review from any mobile or
desktop device. They should also have an archive function that makes it convenient to search for and find
older statements. And just as your physical statements can engage customers with marketing messages and
branding, Statement customers can be reached with targeted digital ads, pop-ups, notifications, and alerts.
With Statement services from Print Mail you can create a well-designed and functional electronic
statement that utilizes branding and targeted messaging to increase the success of your cross-selling
services.
3. Direct Mail Communications
Utilize direct mail marketing and digital analytic Just as well-designed print and electronic statements can
increase customer engagement and marketing success, printed direct mail as well as its digital
complement–personalized URLs and analytics–help you stay in touch with customers between monthly
statement delivery. Use these tools for both initial on boarding and ongoing marketing campaigns. You
can track the response rate to determine the overall success of a specific strategy.
Related marketing options include email newsletters and digital communications, which can contain
personal URLs to track customer engagement. You can also send periodic Net Promoter Score (NPS)
surveys to boost engagement and solicit a quick snapshot of feedback about your customers’ feelings
toward your brand.
4. Mobile Banking Communications
Use mobile banking to boost personal interaction 77 percent of Americans use a smart phone and roughly
half of the adult population owns a tablet, according to a 2018 report from Pew Research Center. This
means that mobile banking is no longer an “extra” but an essential service. Furthermore, your customers
don’t just want the option of banking on the go. They expect a mobile banking experience that is easy to
use and offers convenient functions such as check deposit, account transfers, and more .While visits to
physical branches may be declining, people interact with their bank even more now that it’s at their
fingertips. From depositing a birthday check to moving money into savings and checking their balance
before a night out, mobile banking gives you plenty of opportunity to engage with your customers on a
more personal level. For example, this companion banking application connects customers with a personal
25
banker they can communicate with through digital messaging and video chat. The Best Financial Friend
app is a perfect blend of mobile convenience and the old-fashioned human connection we still crave.

5. Personal Financial Management (PFM) Tools

In addition to everyday convenience, banks can leverage mobile banking as a platform to help customers
track and improve their finances. Whether you create your own PFM or promote your bank’s compatibility
with external PFMS like Mint, customers will respond to this much-needed help with loyalty. Better yet,
you can frame your offers for different kinds of accounts and services as helpful ways for people to take
control of their finances and reach personal money goals such as paying off debt.

Gone are the days of home lessons on check writing and the cash our total household debt is now higher
than pre-recession levels. This shows that Americans of all ages and professional backgrounds need help
open system of budgeting and paying bills. Americans now have more financial tools and options than
ever, yet with budgeting, debt reduction, and everyday money management. Banks that can provide this
help in a personal way will be rewarded with grateful, loyal customers.

6. Contact Centre Experience

What do your customers find when they click on the “Contact Us” link on your website or Google
“customer service number for (the name of your bank)”? If it’s not fast and easy to get a human on the
phone or connect with a live chat representative, you’ve lost an important opportunity to positively impact
customer engagement. As a worst-case scenario, your customers might flock to a different financial
institution with better customer support.

Consider the example of cable company Comcast, once notorious for its bad service, which has invested
heavily in recent years in improvements to the customer service experience. When even a giant company
with a virtual monopoly on its industry feels the pressure to treat customers less like inconveniences and
more like humans, how can financial institutions in the competitive banking industry compete without a
similarly customer-focused approach to service? Don’t leave your customers out in the cold. A friendlier,
easy-to-use customer contact experience builds customer loyalty and can make people more receptive to
cross-selling and other marketing engagement efforts

26
During COVID-19 Pandemic mobile banking growing and helpful their customer
During COVID-19 Pandemic online banking is very helpful. There is a significant advantage of fund or
money transfer as digital banking skips the hassle of issuing demand drafts or cheques. One can simply
transfer money from one account to the other without visiting a bank from the safety of their homes. This
ensures a low risk of COVID-19 infection and the liberty of transactions anytime and anywhere. A few
notable options for online money transfers are IMPS (Immediate Payment Service), RTGS (Real-Time
Gross Settlement), and NEFT (National Electronic Fund Transfer).

Apart from this, one has the luxury of downloading e-bank statements at any point in time. These bank
statements can be saved on mobile phones or laptops and can be accessed easily. This prevents the need to
visit banks and take printed copies of statements, thus preventing unwanted contact during the COVID-19
pandemic. Moreover, the installation of ATM machines in every nook and corner is aiding people in
withdrawing cash, be it day or night.

Bill payments can be smoothly managed with digital banking by simply logging in to your bank account.
All kinds of bills such as electricity, phone, gas, and television can be completed via digital banking.
Mostly, several banks have auto-debit facility to pay bills automatically whenever issued. For instance,
HDFC bank has started a pre-paid mobile recharge facility as part of the digital banking initiative. In
addition to this, one can open a fixed deposit account in seconds, invest in mutual funds, and apply for
loans and various insurance policies as well.

The rise in smart phone usage and the availability of strong network connectivity has paved way for
mobile banking systems. Since everyone nowadays possesses a smart phone, one can download apps for
transaction purposes. Google Pay, Apple Pay, BHIM, SBI’s Yono, Payzapp and many more are gaining
popularity amidst the COVID-19 outbreak. For transactions, one just has to scan a QR code or know the
phone number of the beneficiary. Mobile banking apps are like mini-digital banks that include all banking
services on the go.

If at all you have to stop a cheque process, then simply log in to your account and click on update cheque
process. Furthermore, one can track credits and debits of the account as banks send SMS or e-mails of
transactions. These notifications aid in preventing frauds and one must report them as quickly as possible

27
to the bank authorities. Beyond this, digital banking displays transaction history and any pending
payments as well.

SWOT ANALYSIS:

SWOT analysis refers to strengths, weaknesses, opportunities and threats of an organization. SWOT
analysis, that is, a strategic plan that determines what strengths can be used to build, what weaknesses
must be covered; what opportunities can be captured; and which threats must be defended, so that the
direction and goals of the industry can be achieved clearly and a decision can be taken immediately and all
the changes in dealing with the problem. Banking is going through a period of unprecedented innovation
in Digitalization. The SWOT Analysis is done to identify the external and internal factors that can have an
impact on Digital Banking

1) STRENGTH:

The ongoing pandemic in India has led to a sharp increase in digital banking, and has raised the
expectations of consumers who want instant and personalized services. Over the past several months,
banks have offered paperless customer on boarding, Aadhaar and video KYC, contactless debit cards, card
less cash withdrawals, Tap and Pay through mobile, Scan and Pay, payments and remittances, UPI-based
collection, and chat bot. The digital banking apps may start to provide user-friendly and straightforward
user experience in the future which will in turn, benefit in reducing barriers of digital and financial
literacy. As a result, the doors of digital banking will be opened to people who use less technology, India
has a number of favorable factors for the further development of digital financial services, including a
large and growing middle class population and a well-established digital identification system, an
increasing penetration of smart phones and high-speed internet. Smart phones and computers are typically
readily available, allowing 24/7 account access to take care of any number of banking tasks quickly. Many
mobile banking apps now allows customers to use biometric authentication to log in. Banks asks for
addmonal verification if it spots login from an unknown device. Digital payments and e-wallets offer more
secunty in some cases than physical cards, giving some users even more reason to use digital banking

28
tools. Unlike banking in person, mobile banking apps and websites generally have no restrictions on when
banking tasks, like depositing a cheque or transferring money from one account to another. The digital
banking sector will definitely continue to grow in the upcoming years with a few changes in technology:
Several banks are utilizing artificial intelligence for meeting the financial demands and expectations of
customers. With digital banking, customers have the option to receive their account statements online
thereby reducing the usage of paper. Banks in India are beginning to go paperless thus being environment
friendly

II) WEAKNESS:

As digital payments and banking increased during Covid-19, the number of frauds also increased
tremendously. This is one of the prime reasons why many people are away fromdigital banking. There is a
need for fool proof security, and people should be assured of safety beforehand. The customers look for
safety as the primary aspect in any situation, and India's banking sector has witnessed a lot of cyber frauds
that have caused huge losses. Therefore, with more people switching to digital banking post-Covid19,
banks must devise and implement stringent measures to control and provide a secure framework and
system. There are some technical as well as operational challenges that are faced by the customers and
banking systems when faced with such a pandemic and its impact on digital banking. Although banks are
offering internet banking and other latest tech features, they're very slow in terms of adopting the
technology. For instance, many banks don't allow their customers to use special characters in the password
which hackers could easily break weak passwords. Indian rural population is us hanked that means without
access to a bank account. So, the main challenge for the banking sector firstly would be to embrace nese
technological changes themselves and thereafter introduce it to the general public. Considering a large
number of people in the rural areas maybe not accustomed to digital banking introducing them to such new
technology would not be an easy task

III OPPORTUNITIES:

Contributing to 70% of the total population in India is a largely untapped market for basking sector. In
urban areas banking services entered but only few big villages have the banks entered. So that banks must
reach in remaining all villages because majority of Indian still living in rural areas. Banks can offer many
channels to access their banking and other services such = ATM, Local branches, Telephone/mobile
banking, video banking etc. to increase the banking business. The growing banking sector in India with its
strong home country linkages, seek a unique blend of Indian ethnicity and global standards that offers a
29
valuable nice opportunity for Indian banks. The biggest opportunity for the Indian banking sector today is
the Indian costumers. Demographic shifts in terms of income and cultural shifts in terms of life style
aspirations are changing the profile of the Indian customer. This is currently and will be a key driver of
economic growth going forward. Right now, the Indian banking sector is sitting on a goldmine of
opportunities. The Government of India is actively pushing towards the digital transformation and
inclusion agenda. The Aadhar program is the world's largest bio-metric identity program and provides the
foundation for the financial inclusion initiatives like the Pradhan Mantri Jan Dhan Yojana. The country's
burgeoning young and digitally savvy population demands innovation and urbanization of services and
increasing penetration of smart phones and internet has brought on demand hyper-personalized services to
their fingertips. By leveraging technology powered solutions Indian banks can overcome most of the track
race in their way to consolidate their leadership position.

IV) THREATS:

As people go cashless, more activities or transactions are done online. People use digital money like credit
cards and debt cards for transactions which require to be protected under Cyber security. The risk of
disclosing private information & fear of identity theft is one of the major factors that inhibit the consumers
while opting for Digital banking services. Most of the consumers believe that using Digital banking
services make them vulnerable to identity theft. There is room for incorrect transaction processing,
compromises in the integrity of data, data privacy, and confidentiality, unauthorized access to the banks
systems, and other such transactional risks when the bank uses a service provides located in a different
country. Trust is the biggest hurdle to Digital banking for most of the customers, Conventional banking is
preferred by the customers due to the lack of trust on online security. They have a perception that online
transaction is risky due to which frauds happen. Worthy customer services are the best ambassadors for
any bank for growing its business. Every engagement with customers is an opportunity to develop a
customer faith in the book. While increasing competition customer services has become the backbone for
judging the performance of banks. According to a global economic crime survey, cybercrime has
increased like never before and is the most reported crime. With the world going digital, Cybercriminals
have also found new ways to attack and breach the data. A strong cyber security is a must for banks as
data breaches may make it tough to trust financial institutions. It may cause severe problems for banks.
Cyber security in digital banking ensures that customers sensitive data is safe and secure, which if
revealed, could cause a lot of problems like fraud. Customer's data can be easily breached if it is not
protected under Cyber security. It may cause substantial financial loss to customers and mental stress in a
case where cybercrime occurs. Banks have also been facing threats from new entrants such as Google,
30
Amazon and other technology companies looking to enter this space, COVID-19 has accelerated some of
these trends, like changed customer behavior and adaptation of tools and technologies by the banks

*CUSTOMER SATISFACTION AND EXPERIENCE WITH MOBILE BANKING:

Generally, customer satisfaction has been used to measure how the services or products of a firm meet or
go beyond customer expectations. Customer satisfaction is the sign of customer reliability and re –
purchasing intentions. It is equally important because customers seen it as a key differentiator in today’s
competitive marketplace and customer satisfaction increases the lifetime value of the customers (Beard,
2014). As the consumers are the centre of all marketing activities and satisfying the consumers tend to
increase the profit of a company, identifying the factors for customer satisfaction is very necessary.
Financial institutions are the most growing sector of today’s economy. Among the large number of
financial institutions, banking is the most extending industry, which has shifted to digital and branchless
mood from the traditional system. In the latest electronic banking system, mobile banking has opened a
new window for both the customers and the service providers.
As the Bangladeshi people granted telecommunication service positively, there exist huge opportunities
for banking companies to capture market share by utilising the newest features of this technology.
Especially in
Bangladesh, mobile banking is another area and there exists a need to analyse the critical aspects of
customer satisfaction.
For this research study, data has been collected from three banks i.e.; Dutch Bangle Bank, Trust Bank and
Bank Asia Limited as these banks are the earlier banks among the second - generation banks which
initiated mobile banking services. This paper is an endeavour to find out the influencing factors of mobile
banking of india. It has been believed by the authors that, this study will add value to the research works of
banking sector and will be significant to both the customers and the service providers.

31
 SECURITY

A crosscutting issue involves the introduction of ―trust‖ as a factor in the analysis of m-banking/m-
payments use. Early evidence and intuition alike suggests that ―trust‖ plays a role in use (I vatury, 2004;
Porteous, 2007). For example, users feel more comfortable with at least some face-to-face contact and
assistance while using an m-banking/m-payments system like Wiz it (I vatury & Pickens, 2006). Ling
(2005) proposed a modified technology accept ance model that included a trust variable—perceived
credibility—to predict m-banking adoption in Taiwan. Yet their modification also included another
variable, self-efficacy, and a form of trusting one‘s self. Indeed, trust itself is a multifaceted concept,
which must be handled carefully in any analysis of m-banking/m-payments use (Be Namath, 2007).

Trust is across cutting concept in that people can trust (or mistrust) their own skills. They can trust the
interface, the network across which their funds travel, the representatives of the institutions(channels) who
control their money, and/or trust the institutions themselves (Maurer, 2008).And, of course, they can
differentially trust various people in their networks: some might be eligible as exchange partners using m-
banking/m-payments systems while others might not.
These forms of trust may change over time with use of the system. People might become more or less
trusting along any of these dimensions as their experience of the system changes, relative to friends,
family, and others in the community.

The role of trust is a crosscutting issue because multiple research traditions examine economic transactions
in their social context—not as discrete acts but as markers and reinforcements of a set of interrelated
responsibilities, roles, and transactional networks in which trust plays a central role (Geertz, 1978;
Granovetter, 1985). Often these transactions are seen as either being structured by or creating a form of
―social capital‖ (Coleman, 1988).

These transactions need not be face-to-face; researchers have used social-capital/social-networks lenses to
explore how the information technologies generate and reinforce social/economic relationships in ways
that provide ―returns‖ to actors (Huysman, 2004) For example, Horst (2006) described the practice of
―link up‖ in Jamaica, where mobiles are used quite strategically to build and maintain networks of
resources for future assistance or loans.

Initial reports from an on-going ethnographic project in Kenya elaborate these dimensions, distinguishing
the complexities of trust in the local m-banking middleman from trust in the telecom that runs it and from
the government that (presumably for many users) controls the whole operation (Moraw czynski
&Miscione, 2008). However, there is room for more work that assesses which forms of trust support or is
supported by m-banking/m-payments use, particularly among low-income users.

32
Studies from the adoption perspective are sometimes criticized for requiring theoretical models that reduce
use/non-use to a binary condition. Nevertheless, complementary research on use can help refine both the
independent and dependent variables in such models. Ling (2004) made a similar point, arguing that
concepts or findings from domestication, uses and gratifications, and diffusion models can all be applied to
inform traditional adoption models for advanced mobile services.

FUTURE

This title wouldn’t have existed 50 years ago due to a lack of technical knowledge, but today this heading
seems relevant. The digital banking sector will continue to grow in the upcoming years with a few changes
in technology. Several banks are already utilizing artificial intelligence for meeting the financial demands
and expectations of customers. Today it is artificial intelligence; tomorrow, it will be something else that’ll
augment digital banking to a greater height.

OBJECTIVES OF THE STUDY

The aim and objective of this study is to find out customer objective OF THIS STUDY The aim and
objective of this study is to find out customers’ perception and satisfaction towards the mobile Banking
services they use and to be in position to give recommendations and suggestions to the higher
management of banks to develop Mobile Banking Apps which are user friendly so that more users can
divert to e Banking channels which is cost effective for banks as well as beneficial for economy

1) To analyze different forms of E- banking services. What are the services that a

customer demands from the banks. By the research small variations can be known

which can give better growth to the banking sector

2) To analyze the different factors effects the customer satisfaction on E – Banking

services. By the research it can be found whether which factor has how much impact

the satisfaction level satisfaction

3) To examine the influence of various demographic factors on E – Banking services.

Demographic factor place an important role in satisfactory level in E – Banking

33
 RESEARCH METHODOLOGY

Research means finding something new or providing a solution to an existing problem. Nowadays,
research day is becoming more and more important because people's needs, wants and expectations
are changing rapidly. People want something new every day. Research helps an organization
provide goods and services based on people's needs.
Research is a systematic process of gathering knowledge and facts to find a solution to a
problem. Research method is a systematic way of solving a research problem. It includes
the overall study design, sampling procedures, data collection methods, and analytical
procedures.

34
 DATA COLLECTION

Primary data:

Primary data are devised by the research scholar for specifically for their research Basically
primary data is collected through marketing research. In this research the data is collected through
structured questionnaire method. (Hiral Vora, Dhawal Jadhav, Viral Bhatt, 2020). Primary data, also
known as raw data, has its own characteristics because it is collected directly by researchers for a
particular study. Simply put, it is the first time are searcher has used it. There are many ways to collect
primary data for research. There searchers took the time to create the questionnaire. The questions are
based on your knowledge of e-banking services.

To achieve the above objectives an empirical study was conducted to test the relation ship among the
construct. A structured questionnaire based on the contributions of previous related studies. The
questionnaire was designed in two parts. Part 1 consisted of data and information related to the
demographics of the respondents such as age, educational qualification, occupation, monthly income
and so on. In part 2 the core variables are studied through extensive literature review. (Dhawal S.
Jadhav, Neha Upadhyay, Dr. Viral Bhatt, 2021)

Secondary data:

The study is based on secondary data which were collected from business reports of the respective banks,
data of the reserve bank of India, publications of the Indian Banks Association, magazines, magazines,
to documents and other published information (Bindiya Baxi Chhaya, Dr. Viral Bhatt) . The
researcher also used secondary data for more clarification. The Secondary data was collected from:-

1. Journals
2. Articles
3. Websites
4. Thesis

35
DEMOGRAPHIC

There are various demographic taken in the research which are mentioned and explained as follows: -

1. Gender

Here in this demographic, the gender options include the basic classification of male and female.

2. Age

The age groups are divided into three age categories, 18-30 and 31-45, the last one being over 45 years

old. The reason for using these age groups is that satisfaction varies from age group to age group. The

first age group includes young people who can see the greatest uses of electronic banking. The second

age group is middle-aged people who use electronic banking, but not the first group. The last group

includes seniors, but few are using electronic banking services because they are struggling to embrace

digitalization.

3. Monthly income

The monthly income demographic is being divided into 4 parts which are mentioned as follows:

 0 – 25,000

 25,000 – 50,000

 50,000 – 1,00,000

 Above 1,00,000

36
The reason behind taking monthly segment is that we wanted to research that whether the change in

income have some effect on the satisfaction level of E – Banking services.

4. Marital Status

Marital status demographics are an important demographic factor that includes two options for

respondents to be married or unmarried. This is an important factor as it is a common perception to

analyze whether there is a change in respondents' satisfaction with marriage or singleness. Here, we

wanted to analyze how marriage status affects the satisfaction of electronic banking services.

5. Educational Qualification

A demographic qualification degree includes three options: undergraduate, graduate, and graduate. The

reason for this option is to analyze whether the use of electronic banking services provided by banks varies

with different levels of education.

6. Occupation

There are 5 options available for respondents, i.e. Job, Business, Professional, Student and other.

The reason behind these classifications in occupational demographics is that the preference for

banking services varies by occupation. Student and job are occupations where banking services

are less than professionals and businessman.

37
Research question

 What are the services provided by bank through E – Banking services?

 What are the factors that influenced the customer satisfaction on E – Banking Services?

 What are the effects of various demographic characteristics of customer on the factors affecting
customer satisfaction on E – Banking services?

 What are the areas of improvement in customer satisfaction for E – Banking services

Target population for this research

The bank in which I have studied mobile banking was basically a small branch. So for this reason I

have only observed the 200customers. I found in them mobile banking maximum users are only those

customers who are 18 to 45 year old

38
 Data Analysis and interpretation

GENDER

40%
male
female
60%

Fig.no.1

Interpretation:

The above graph shows that out of data collected from 200 respondents, 120
respondents are male with 60% and the rest 80 are female respondents with 40%.
Here we can see that the proportion of males is greater than the female respondents
as they have social Responsibility because of which they are making use of e-
banking services nowadays.

39
 Mobile BANKING users

0% 0%

32%

yes no

68%

Fig. No.2

The above chart shows that in today out of 200 customers responded 78% use mobile banking and 22%
are the non users of mobile banking

40
 Source of Awareness for Mobile Banking

Family /Friends/Colleagues

Television

Internet

At the Bank Branch

Newspaper/Magazines/ Others

Through the mobile services provider

Direct Mail

0 5 10 15 20 25 30

Fig3. Sources of Awareness of Mobile Banking

The Biggest source of awareness for Mobile Banking is Family / Friends/ Colleagues
who are the users of Mobile Banking with 25%. Newspapers/ Magazines/ Other
Printed Ads shows20%.Internet, Television and the Bank Branch is 15%, 12% and
18%. Direct-mails 4% and through the mobile service providers 6% making the less
contribution in it.

41
 Purpose of Using Mobile
Banking
-
3% Balance Enquiry

11% Payment of Bills

26%

17% Online Shopping

Fund Transfer
23%
20%
Saving

Fig.no.4
In this figure showing 26% Respondents use Mobile Banking for knowing Balance Enquiry, 23% for
Payments of Bills, 20% for Online- Shopping, 17% for Fund Transfer, 11% and 3% for Savings and
Pension Fund Management.

AGE GROUP

17% 18-25
44%
26-35
39%
36-45

Fig. No.5

According to the above chart out of 200 respondents, there are (44%) respondents are
coming under the age group of 18-25, other (39%) respondents belong to the age group
26-35, and the rest (17) respondents are from and above age group. Here We can see the
majority of the respondents are coming under the age group of 18-25 so We can say that
the youngster have adopted the digitalization more then the other age groups.

42
 Advantages of Mobile Banking

wecan do banking any thing /anywhere

Banking through mobile saves a lot of

Using a mobile for banking makes

Mobile banking has a user friendly

Axis Title

Consistent services as a human

I started using Mobile Banking as most

People take investment in never

It involve lower caste compare to.

0 5 10 15 20 25 30

Fig4. Advantages of Mobile Banking

The above graph shows that easy access at anytime anywhere is the biggest reason for adopting Mobile
Banking out of 350 respondents 26% adopts M- Banking due to this reason only. 20% adopt it because it
saves time. 16% using it because Mobile for banking makes banking hassle free and effortless, 12% thinks
that Mobile Banking has a user Friendly Interface. 10% says it involves lower cost as compared to the
traditional or older modes of Banking. 8% thinks that it is gives a Consistent Service experience, as human
intervention is less 5% people started using Mobile Banking as most of my Family and Colleagues were al
sousing it is and 3% people take keen interest in newer technologies is.

43
 barrier for adopting mobile banking

14% incompatible mobile

20%

no mobile network at time

lack of knowledge about mobile

25% banking
internet banking is more
24% popular
fear of losing phone and data
17%

Fig.no.5 barriers of adopting mobile banking

Out of 200 respondents 20% people avoid mobile banking because Internet Banking is more popular. 19%
says No Mobile Network at Time is another major cause. 16% says that they are carrying Incompatible
Mobile. 13% have Lack of Knowledge about Mobile Banking. 11%feels the Fear of Losing Phone and
Data.

44
FINDINGS OF THE STUDY

1. Banks should create awareness about the mobile banking services through Advertisements, Pamphlets,
Demo Fares, Campaigning etc. so that the customer feel informed and it may create interest among them.

2. Trust is also an important point of concern. Trust between the customers and the service provider is very
important, without security and privacy users will not use mobile for financial transactions.

3. Perceived ease of use and perceived usefulness are found to be important factors to influence the
consumer intention to adopt mobile banking. Hence, the main attention of management should be focused
on the development of usefulness of system, trust building and cost reduction.

4. Perceived cost is also an important factor; therefore, this study suggests that the creative promotional
and pricing strategies, including cost reduction should be implemented to attract more price-conscious
customers.

5. It is also found that customers will adopt mobile banking if they find it easy to use and understand

45
CONCLUSION:

From the findings it was concluded that J&K bank in its provision of M-banking services should make
huge efforts towards building trust with customers especially those in the age bracket of 45 years and
above They thought to convince its customers of their ability to disseminate value adding services that are
guaranteed of security, their ability to provide services with ultimate honesty especially with regard to
customer‘s expectations, and prove without reasonable doubt that they really have good intentions towards
empowering its customers. Considering that consumer trust does impacts on their loyalty to a banking
facility, J&K bank should make sure that they meet all the promises delivered to customer during
marketing advertisements.

It is well recognized that mobile phones have immense potential of conducting financial transactions thus
leading the financial growth with lot of convenience and much reduced cost. For inclusive growth, the
benefits of mobile banking should reach to the common man at the remotest locations in the country. For
this all stakeholders like Regulators, Govt. telecom service providers and mobile device manufactures
along with bankers need to make efforts so that penetration of mobile banking reaches from high-end to
low-end user sand from metros to the middle towns and rural areas. Inclusion of non-banking population
financial main stream will benefit all. There is also need to generate awareness about the mobile banking
so that more and more people use it for their benefit. Research so far has outlined a diversity of thinking
and innovation that exists in the m- payments arena. Numerous solutions have been tried and failed but the
future is promising with potential new technology innovations.

*Lastly, I would like to say this Online banking is our future, so it’s my recommendation to all
customers please adopt online banking and save your time.

46
BIBLIOGRAPHY

1. Benamati, J. S. (2007). Trust and distrust in online banking: Their role indeveloping countries.
Information Technology for Development

2. S. Rathore, “Adoption of digital wallet by consumers,” BVIMSR’s J. Manag.

3. Amiri, S. F., &Faghani, F. (2012), “Mobile Banking Service Quality and Customer Satisfaction”,
InternationalJournal of Management Business Research

4. Kotler, P & Armstrong, G. (2010), Principles of marketing. New Jersey: Pearson Prentice Hall

5. Kumar, N., &Gangal,. V. K. (2011), “Customer Satisfaction in New Generation Banks (A Case Study
of HDFCBank)”, International Refereed Research Journal

6. Singh Dr.Shamsher. (2014). “Customerperception of e-Banking”, Journal of InternetBanking and

Commerce,
7. Al-Ashban, A. A. & Burney, M. A. 2001. Customer adoption of tele-bankingtechnology: the case of
Saudi Arabia.
8. International Journal of Bank Marketing.

9. Research Methodology – C.R. Kothari

10. Al-Ashban, A. A. & Burney, M. A. 2001. Customer adoption of tele-banking

technology: the case of Saudi Arabia. International Journal of Bank Marketing. Vol.
19 (5), pp. 191-200.

11. AL-Majali, M., & Mat, N. K. (2011). Modeling the antecedents of internet banking
service adoption (IBSA) in Jordan: A Structural Equation Modeling (SEM) approach.
Journal of Internet Banking and Commerce, 1-16.

12.Alpesh Patel. (2013). M-Banking and M-Payments: The Next Frontier. Delhi: Deloitte.

13. Bhatti, T. (2007). Exploring Factors Influencing the Adoption of Mobile Commerce.
Journal of Internet Banking and Commerce, 1-13.

14. A.Pappu Rajan, G.Saranya. (2018). Digital Banking Services: Customer Perspectives.
Journal of Emerging Technologies and Innovative Research (JETIR) , 5 (12), 306-311.

15. Abdul Hamid, S. A. (2019). Customers’ Perceived Risk and Trust in Using Mobile Money
Services—an Empirical Study of Ghana. International Journal of E-Business Research
(IJEBR). , 15 (1), 1–19.

16. Ade Maharini Adiandaria, H. W. (2019, October). Improving the quality of Internet
banking services: An implementation of the quality function deployment (QFD) concept.
Management Science Letters , 1121–1128.

17. Akhlaq, M. A. (2011). Internet banking in Pakistan: Finding Complexities. Journal of

47
internet banking and commerce , 16 (1), 1-14.

18. Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-
customer loyalty. International Journal of Bank Marketing , 34 (3),
280-306.

19. Bindiya Baxi Chhaya, Dr. Viral Bhatt. (n.d.). AN EXHAUSTIVE COMPARISON ON SELECTED
PUBLIC SECTOR AND PRIVATE SECTOR BANKS WITH RESPECT TO VARIOUS PARAMETERS
RELATED TO PROFITABILITY INDEX. International Journal of Applied Financial Management Perspectives.
,

WEB REFERENCES:

 www.jkbankonline.com
 www.scribd.com

 International journal of bank marketing: www.omicsonline.org

48
49